Frequently asked questions on customer service
Here you will find answers on the following topics:
Returning Conditions
Returning at Dutch Legends is easy and free of charge.
The Netherlands:
Go to the return page to register your return and print your return label. Pack the return in a sturdy box, stick the return label on the box and deliver the package free of charge to a PostNL point.
Belgium:
Go to the return page to register your return. You will not receive a return label. Please return your parcel to a UPS point stating: return shipment for Dutch Legends.
Please note: always pack the product in an extra package. Do not stick the return label directly on the product packaging.
You can also use the European model revocation form (Europees modelformulier voor herroeping) to let us know that you are canceling your purchase. However, the use of this form is not obligatory.
– Did you place your order with one of our other suppliers? Then go through the process on the site of this provider.
– The products you want to return are not provided with a personalized print or embroidery.
– Products are provided with all attached cards and packed in the original packaging and/or box.
– Items may not have been used / worn. If you have done more with the items than is necessary to assess whether you want to keep them, we may charge a depreciation.
– You can return within 14 days after receipt of your product. You can also choose to return your order to us within 14 days. Please add a written notice of your revocation.
We will automatically update you by email on the status of your return if it has been approved and the refund is complete. We will contact you if your return is rejected.
I do not have a printer to print the return label. What to do now?
Go through the return process, pack the product securely with the original packing slip in a carton and write the return number you will receive at the end of the return process on the box. Send the package free of charge to:
Dutch Legends Returns
Reply number 4528 6020 ZX Budel
By order number
Have you changed your mind and do you want to keep the items? Even if you have registered your return, you don’t have to do anything. If we do not receive the return package, your return will be cancelled automatically after 10 days. Do you want to change something? Send an email to info@dutchlegends.shop.
At the moment it is not possible to exchange a product at Dutch Legends. To exchange, we ask you to return the ordered item (free of charge) and order a replacement item via our website.
Refunds
Once we have received your complete return, we will refund the entire purchase amount as soon as possible.
You will receive a credit invoice by email when we have completed the refund.
We will refund you on the payment method you used during checkout. Did you pay via iDEAL with your own bank? Then you will receive the amount back to the bank account you used to pay for your order.
Because the amount of the total order amount changes after processing a return, in some cases a settlement can be applied to the refund. This may have to do with the shipping costs or a received discount.
Ordering
Ordering at Dutch Legends is easy. You place products in your shopping cart. Through the shopping cart page you go to the checkout page. There you choose the desired payment and shipping method.
Then log in, your known details will be filled in immediately.
At Dutch Legends it is currently not possible to change an order after it has been placed. However, it is possible to cancel your order and place a new order. To cancel your order please contact us.
No problem: contact us. We will arrange this directly for you.
If something is not in stock, you will be notified. If after checking out at In general, all products visible on our website are in stock. If a product is unexpectedly out of stock, you will automatically receive an email with the expected delivery date.
We are happy to give you advice and answer all your questions. Please contact us, we will help you to make the right choices.
Payments
Payment options
At Dutch Legends you can pay with iDEAL, MisterCash, Paypal, VISA, American Express, Mastercard, Billink Subsequent Payment, Bank Transfer and the Dutch Legends voucher. For Billink we charge €0,49 payment costs. The other payment methods are free of charge.
Yes, you can pay an order via a manual transfer. Choose the payment method manual transfer during checkout. After placing your order you will receive the payment instructions, including the account number and payment reference.
Please note that the payment method manual transfer allows for a longer delivery time. Processing the transfer takes two working days.
Subsequent payment is only possible up to an amount of:
– The Netherlands: €800 (private) or €2500 (business).
– Belgium: €150 (private) or €2500 (business).
Is the order amount lower than above but your request
For subsequent payments we work together with our payment partner Billink. Based on various data and previous payment experiences they do a credit check. There are several reasons why a retrospective payment request can be rejected. If you want to know the exact reason of the rejected credit check, you can submit a request to Billink with your personal details and a copy of your passport.
What if I have paid, but haven’t received a confirmation yet?
After your payment has been completed it can take up to 30 minutes before the confirmation email with invoice is sent. This may take even longer with postpayment and manual transfers. Always check your spambox. Didn’t receive an email? Please contact us, we will help you immediately.
is still rejected? Then choose another payment method.
The invoice for your order will be created after we have received your payment. You will receive it automatically by e-mail. You can also find the invoice with your order in the ‘My Dutch Legends’ environment.
What if I haven’t received my invoice yet?
Have you already paid for your order, but haven’t received an invoice yet? Check the spam box of your mail or download the invoice of your order via the ‘My Dutch Legends’ environment.
Didn’t succeed? Please contact us, we will help you immediately.
What if my invoice is not correct?
Please contact us, we will help you immediately.
What if I receive my invoice, but I haven’t received any products yet?
It is possible that you already receive an invoice for products you have not yet received. We will send the invoice immediately after we have received payment for your order. It is therefore possible that you have already paid, and the products are still on their way. In the order confirmation you will find the expected delivery date of the items you ordered.
How soon will I be refunded after a cancellation?
If you have cancelled your order, you will usually receive a refund within 5 days via the payment method you used to place the order.
How do I receive my refund?
We will always refund you via the payment method you used to place your order. Example: if you paid via iDEAL, you will also receive the amount back to the account that iDEAL used.
Delivery
Shipping and delivery
You will receive an order confirmation as soon as we have received your order. In this mail you will find the delivery date for your order.
When your parcel leaves our warehouse, you will receive an email with the track & trace link. With this link you can track your parcel.
On the product page you will find the delivery time of the product. To see the exact delivery time of a product, please select the color and/or size. After this selection the delivery time will appear. An overview of the delivery times of all products are also visible on the shopping cart and checkout page.
Orders from €90,- (incl. VAT) will be shipped for free. For orders with a lower total amount we charge €5,45 (incl. VAT) shipping costs.
Currently Dutch Legends delivers exclusively in the Netherlands and Belgium.
Dutch Legends cooperates with PostNL within the Netherlands and Belgium.
Basically we try to offer the package at one of the neighbors and we put a note in the box with the address of the neighbors where the package is delivered. If it is not possible to deliver the parcel to the neighbours, the parcel will be delivered to a PostNL pick-up point in the neighbourhood. The deliveryman always leaves a note with the location where you can pick up your parcel.
Yes, you can have your order delivered to one of the collection points in the Netherlands. Please indicate during checkout that you want your package to be delivered to a pickup point. For Belgium this is currently not possible.
First check in your e-mail or on the packing slip whether the rest of your order has yet to arrive via another shipment. Is this not the case? Then contact us.
Warranty
All products in our range are covered by the statutory warranty. This means that the ordered product must do what you, the buyer, can reasonably expect from the product. In addition, the product should not show any defects that cannot be expected during the expected life span under normal use.
Detailed information about this can be found on consuwijzer.nl.
The legal warranty also applies to all personalized items. This means that a product must meet what you can reasonably expect from it. Please note that it is unfortunately not possible to return personalized products.
Products wear out. Wear and tear is relevant to the warranty of a product. If it is normal for certain aspects of a product to wear out, you cannot invoke the warranty unless the wear and tear occurs too quickly.
There can be no warranty if:
– the wear and tear can become normal;
– changes have been made to or made to the product, including repairs that have not been carried out with the manufacturer’s permission;
– a defect is the result of improper, injudicious or intensive use;
– damage caused by intent, gross negligence or negligent maintenance;
– a defect caused by excessive perspiration;
– a defect caused by washing or drying;
– there is the so-called “pilling” of clothing;
– a defect is caused by external influences such as friction, sharp objects or chemicals;
– a lack of water and/or wind tightness of footwear or clothing, when this property is not explicitly mentioned with the product on our website;
– physical discomfort, such as sweating or blisters, which would have been caused by the product.
In case of a guarantee issue, please contact us at all times so that we can find a suitable solution together. To speed things up, you can also take some pictures of your complaint and send them to info@dutchlegends.shop.
Please contact us. Then we will make that in order.
Tip: phone or camera at hand? Take a picture and send it to info@dutchlegends.shop.
Dutch Legends is working to provide you with the best possible service at all times. Do you unexpectedly have a complaint or an unpleasant experience? Then please report it to us. Your complaint will enable us to improve our service in order to be of better service to you in the future.
Consumer complaints procedure
Please let us know your complaint via info@dutchlegends.shop. We will then look for a suitable solution. Your complaint will be answered within 14 days after receipt.
We do not assume this – but in the unlikely event that we do not find a solution together, you can always turn to the Thuiswinkel Disputes Committee or the European Online Dispute Platform (ODR).
Business Customers
Please let us know your complaint via info@dutchlegends.shop. We will then look for a suitable solution. Your complaint will be answered within 14 days after receipt.
Business customers cannot turn to the Thuiswinkel Disputes Committee and the European Commission but can submit a complaint via Thuiswinkel.org.
Size tables
The dimensions and dimensions in these tables are only an indication. Each article has its own fit, so the sizes per article may differ from this indication. No rights can be derived from the tables.
Please note: do you place an order including personalization? If so, we advise you to always place a so-called “trial order” first, without personalisation. This allows you to assess whether the items meet your requirements and have the right fit and size. You can then return all items from the “trial order” to us free of charge, after which you can place a new order including the personalisation.
Printing and embroidery
Let us know by mail on which product and in what colour you would like to have your logo. Please send the logo in the mail to us and we will send a proposal back to you.
info@dutchlegends.shop
Supported logo/file formats
At Dutch Legends it is possible to upload the following file formats: .eps, .ai, .svg or .pdf. Make sure the file is in vector format for maximum quality.
As soon as we have received your inquiry and your logo we will make you an offer.
info@dutchlegends.shop
When placing an order with personalisation, you will always be asked to supply an image. If you don’t have an image, you can easily create one yourself in the following way:
– In a word processing program (e.g. Microsoft Word) you type the name (or text) in the desired font and possibly in the desired color.
– You can save the file via the “save as” function, select the option “.pdf” under “file format”.
– The saved pdf-file can be uploaded when ordering the article including personalization on the product page.
Unfortunately not! At Dutch Legends it is only possible to personalize on new items delivered by Dutch Legends.
Within two working days after placing your order you will receive a digital proof by e-mail. This digital proof shows the type of clothing with the print and position. The printing process is only started after you have given your approval on the proof – this way we are sure that the right files are printed at the right positions.
If you have a logo embroidered on, for example, a breast pocket, the threads will go all the way through the fabric, so the pocket will be stitched shut and will no longer be usable. Would you rather not? Then you’d better choose the option of printing.
Quotes
Requesting quotations is only possible from €1000. Beneath this amount you will benefit from interesting quantity discounts:
Shopping cart amount Discount
€250 – €499 (excl. VAT) 2.5%
€500 – €749 (excl. VAT) 5%
€750 – €999 (excl. VAT) 7,5%
€1,000 + (excl. VAT) Quotation
ZZP and SMEs: offer >€1.000,
To request a quote you go through the usual sales process, with the important difference that you add the items using the button ‘quote’ instead of ‘add to basket’ on the product page. You always select the desired colour, size, personalisation and quantity per item. At the top right of the page, next to the button ‘request quote’, is now the button ‘your quote’. Here you can fill in your details and request a quote without any obligation.
On working days you will receive a message within 24 hours. Please note: requesting a quote is only possible from €1000. Below this amount we work with graduated discounts.
To request a quote for high quantities or customization, please contact our sales department at info@dutchlegends.shop.
Private label also belongs to our possibilities.
AVG and privacy
– To unsubscribe from mailings, click on the ‘unsubscribe’ link at the bottom of the mailing you received from us;
– Click here to go to the registration form
– Transactional mails, such as order confirmations and invoices, are necessary for the execution of the order and you will always receive them.
All your personal data will be removed from our systems. This as long as it does not conflict with certain interests of the company, such as the legal stipulation that invoices must be kept for seven years. You can submit this request by emailing info@dutchlegends.shop.
You can always ask us to export the data we have to a handy format.
Please send your request to info@dutchlegends.shop
You can always ask us to indicate what we know about you and how we use your information. Please send your request to info@dutchlegends.shop
As an extension of inspection, you can have certain data changed and improved. Send your request to info@dutchlegends.shop
You can always unsubscribe from marketing mails or other forms of communication with us. Send your request to info@dutchlegends.shop
You can always unsubscribe from marketing mails or other forms of communication with us. Send your request to info@dutchlegends.shop
You can submit an AVG request via info@dutchlegends.shop.
You can always unsubscribe from marketing mailings via the link at the bottom of each mail.
You can find our privacy policy on here.
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